Samsung Expands Global Remote Management Service for Smart Appliances
Samsung Electronics is accelerating its commitment to smart customer care by expanding its Home Appliance Remote Management (HRM) service worldwide. Now available in 122 countries and supporting 17 languages, HRM significantly enhances the diagnostic and troubleshooting experience for users of SmartThings-connected appliances across the globe.
Smarter Support Through Real-Time Remote Monitoring
HRM enables continuous, real-time monitoring of connected appliances via Samsung’s service network. With customer consent, service center advisors can remotely access diagnostic data—such as refrigerator temperature, dryer moisture levels, or air conditioner cooling performance—to identify and resolve issues without requiring in-home visits.
First launched in Korea in 2020, HRM expanded through a 10-country pilot program in 2024, and in 2025, it officially rolled out globally. The service initially supports refrigerators and washing machines, with plans to extend further. Language support has grown from just English and Korean to include Spanish, Portuguese, German, French, Russian, Czech, and more—making support more accessible than ever.
New Feature: Screen Sharing for Enhanced Diagnostics
As screen-equipped appliances like Bespoke refrigerators and washing machines gain popularity, Samsung has introduced a screen-sharing feature to further improve diagnostics. Users can share their appliance screen in real time with service advisors—helping diagnose display issues, app malfunctions, or multimedia playback problems.
Screen sharing was first introduced in 2021 with Family Hub refrigerators, expanded to 9-inch screen refrigerators in July 2025, and will extend to 7-inch screen washing machines starting in September 2025.
Reducing Downtime with Immediate Remote Solutions
Samsung’s HRM system enables fast, remote resolutions for many common appliance issues, reducing the need for service visits:
- In one case, a washing machine’s unresponsive buttons were remotely diagnosed as the result of the Child Lock setting. With simple guidance, the issue was resolved instantly.
- In another, condensation on a refrigerator door was eliminated by remotely activating the internal heater with the user’s permission.
When on-site service is necessary, technicians benefit from pre-visit diagnostics, arriving prepared with the right tools and parts. This reduces repeat visits and repair time—especially valuable in large or hard-to-reach regions.
Proactive Monitoring in Key Markets
In countries like the United States and India, HRM goes beyond reactive support by proactively detecting potential issues:
- In the U.S., SmartThings-connected devices are continuously monitored, with push notifications sent when anomalies are detected.
- In India, service centers reach out to customers upon identifying early signs of malfunction, dispatching engineers when necessary to prevent bigger problems.
Growing Adoption and Customer Satisfaction
HRM usage continues to grow, with July 2025 seeing double the number of service calls using the system compared to January 2025. In France, HRM usage jumped over 30 percentage points after French language support was introduced—highlighting the critical role of accessibility in user adoption.
Customer satisfaction is also on the rise. In India, HRM-based service calls saw a 10+ percentage point improvement in customer satisfaction scores in Q2 2025 compared to the previous year, with notable gains in issue resolution and advisor professionalism.
A Smarter Future for Home Appliance Care
As Samsung continues to expand HRM across more languages, countries, and appliance categories, the company is setting new standards for intelligent, connected customer service. Through innovations like screen sharing, real-time monitoring, and proactive diagnostics, Samsung is reducing downtime and enhancing the home appliance ownership experience—one smart solution at a time.
